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T2JXLL / 4730338 - Technical Support Professional AMS

Closing date
1 Jun 2022

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Technology & New Media
Contract Type
Full Time
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SC Service Desk Analyst

Location: Hursley/Remote

Duration: 9 Months

The Role is Shift Pattern basis 24x7.

The pattern is 4 days on, 4 days off, 4 nights on, 4 nights off, and shifts are 7am-7pm/ 7pm-7am.

A Tech Support/Service Desk Analyst is required to join a small but established project team to work on an external Client-facing Service Desk & provide support to a number of Project Administration activities. Core responsibilities are: Answer in-bound telephone calls & monitor emails sent to the Service Desk by the Client, log system incidents, & delegate incidents to the technical support team for resolution. Proactively review progress on incident resolution, chase & subcontractors for updates, & provide progress updates to the Client where necessary. Monitor incidents to ensure closure within contracted Service Level Agreement (SLA) targets. Co-ordinate shipping of spare parts to support incident resolution as necessary.

Required skills:

Confident and professional telephone manner, competent written communicator (for writing formal reports, meeting minutes, emails to Clients), ability to use MS Excel and Word to a business level (formatting for formal reporting purposes, writing basic formulae etc), numerate (ability to perform basic statistical analysis of data), ability to work with a technical team (delegating incident resolution activities and chasing them for timely updates/closure), highly organised (e.g. ability to coordinate meeting logistics and maintain excellent record keeping)
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